PRIMARY PURPOSE OF JOB

Successful Specialists balances their focus on positive business results with offering options and finding solutions to help our customers manage a sufficient account.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Generate/Review/Mail overdraft tracking reports and notices;
• Initiate customer contact calls at 15, 25 and 40 days of consecutive overdraft status;
• Generate and maintain overdraft repayment contracts and accounts;
• Add/Remove Overdraft Privilege limits; Add/Remove REG E decisions
• Receive, investigate, and respond to customer inquiries and overdraft issues;
• Monitor new account activity for Overdraft Privilege
• Complete file maintenance tasks as requested in core system;
• Assist in resolving difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction;
• Draft letter/email correspondence to clients; professionally and grammatically sound
• Maintains technical knowledge of various bank products, services, and electronic delivery channels as defined by the customer service department standards;
• Maintains trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers;
• Identifies financial needs of customers and presents all appropriate product and service options by working cooperatively with appropriate internal team members;
• Pursues solutions on behalf of the customer and independently resolves issues;
• Efficiently interprets and explains bank charges, policies, procedures, to ensure customer understanding of information being communicated;
• Proactively advises management of irregular or recurring problems and suggests improvements to better service the customers;
• Maintains the customer’s confidentiality;
• Assist or assume any additional tasks or special projects as assigned by manager.

KNOWLEDGE, SKILLS AND ABILITIES

• Comfortable communicating with clients in a metrics-driven environment; able to successfully collect on past due accounts;
• Easily engage in conversations regarding sensitive account information; have clear customer focus and the ability to have detailed conversations with customers;
• Possess excellent negotiation and decision-making skills, in addition to strong communication skills;
• Ability to quickly learn and effectively use various types of evolving technologies and navigate multiple technologies while staying engaged with customers;
• Demonstrate positive and helpful attitude toward both internal and external customers; treat customers with respect, display empathy, compassion, and sensitivity in difficult situations;
• Excellent customer service skills and a sincere desire to help customers;
• Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees, and supervisors;
• Demonstrate personal excellence including punctuality, integrity, and accountability;
• Apply critical thinking and exercise proper judgement;
• Ability to work independently and/or within a team environment and possess excellent time management skills; and,
• High attention to detail and able to multi-task in a fast-paced setting.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent.

CORE COMPETENCIES

 Family & Trust: Southern Bank team members build relationships based on trust and mutual respect, maintain an inclusive and honest       environment and uphold integrity and transparency in all interactions.

Rooted & Service: Southern Bank team members are committed to serving customers, communities and teams with purpose, professionalism, and respect, while effectively communicating and actively listening to meet their needs.

Innovation & Strength: Southern Bank team members foster collaboration and continuous improvement, encourage visionary thinking, and strive for excellence to drive the organization forward.

Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Applied Learning: Assimilating and applying new job-related information in a timely manner.

Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.